3 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from franco a
1 star25/11/2023
We signed up for our machine with Monex Group **** ****** for over 3 years without any issues or any previous disputes till 4 months ago, when a customer made a transaction/purchase dispute, surprisingly the customer was fully refunded and the Debit Machine new transactions were suspended, all approved pending transactions with no disputes were put on Hold for the last 4 months. We have been trying to resolve this issue for the last 4 months with many hours spent over the phone. It's nearly impossible to run our business without a debit machine. Machines stopped working but fees were deducted to date from our business account on time, Ironic
MONEXgroup Response
18/12/2023
We're sorry to hear of your frustration. We have reviewed internally and can confirm that MONEXgroup is not holding your current funds. We have escalated this matter to the acquirer that processes your payments. What you are describing is a RISK hold that is done at the acquirer level. This can occur for multiple reasons, but typically occurs when there are concerns regarding fraud, complaints from clients regarding specific transactions and/or suspicious activity on the account. We would encourage you to contact a Monex Customer Service Agent directly for further assistance and they will put you in contact with an agent from the acquirer that can help.Review from Robin S
1 star11/01/2023
** * ***** **** **** * **** * ******** We tried to cancel them when our first renewal was due but because we had to change an owner they renewed us at that time. We waited another amount of years (however long the contract was) and then cancelled them as per the contract. We cancelled our contract over a year ago and they continued to charge us for extended warranty on our machine. I contacted them about it a couple of months later when our accounting department notified me and while they stopped charging us I have now been trying to get a refund from them for slightly more than a year. It may be just under $200 but it's the fact that it's taking more than a year to get it. Every time I call to find out about it I'm told that it's been "sent to upper management". Why does upper management even need to approve such a thing? It's obviously owed to us. The fact that we have waited more than a year is ridiculous and I'm sure no one at this company would put up with waiting a year for a refund. They need to look at the way they do things. I'm sure they are hoping that businesses forget about what is owed.Review from Christine D
5 stars15/01/2022
I love the close follow up and support by Rajesh of Monex!
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